emails not being linked to opportunity when sent as BCC

When I copy the email link for an opportunity (found on the about tab for that opportunity) into the BCC field for outlook, I see the email for the contact, however it doesn't show up in the opportunity.  If I forward an email and attach the same link into the TO field for outlook, I see the email in the opportunity. 

When sending the link as a BCC it doesn't appear to work as you describe. Do you have any remedy?

Thanks.

2

Comments

23 comments
  • Hi alanatwork,

    This can happen when email programs mask the BCC line too well, and Insightly is unable to see who the message is for to link it properly. In those cases, adding your Insightly mailbox address to the CC line should work fine.

    Here’s a bit more information about this :)

    0
    Comment actions Permalink
  • So there's enough information sent to Insightly to connect the email to the contact, but not the opportunity?  Your email is encoded with a unique address for the opportunity. So if the email makes it to the contact it should make it to the opportunity!  

    Seems like a bug on your end and adding it to the CC list is clumsy.  Why don't you guys just fix it?

    1
    Comment actions Permalink
  • Hi,

     

    This really annoying, suggested workarounds are not reasonnably applicable.

    Eric. 

    1
    Comment actions Permalink
  • I agree with both messages above.  There are lot of things we are finding in Insightly that should be there and aren't.  We are having to do too much manually.  The whole point of a good CRM system is to automate processes.

    Craig

    1
    Comment actions Permalink
  • I find this incredibly annoying as well. I'm using outlook 2016 with office365  its not like im using some crazy weird system. Plus the fact that the email address includes the opportunity address. it doesnt make sense.

    0
    Comment actions Permalink
  • Hi everyone:

    We regret to say there's nothing that can be done on our end. Email service providers mask the BCC field and don't send enough information for Insightly to be able to see how to link the email.

    0
    Comment actions Permalink
  • OK then, if I'm in the opportunity and click the link, it opens my outlook and automatically puts the address in bcc. How can I change it so it puts it in cc instead?

    0
    Comment actions Permalink
  • Hi Ross:

    This can not be changed as a default setting from BCC to CC.

    0
    Comment actions Permalink
  • You must realize how ridiculous that sounds.

    Clicking the email link adds the address to BCC in Outlook, but BCC doesn't work and you recommend CC instead.

    But you can't change it to CC to make it actually work.

    So you have to manually change it. Every. Time.

    0
    Comment actions Permalink
  • Hi Ross:

    The BCC limitation is not controlled by Insightly and does work for many users. We have the autofill setup for your convenience, it can be turned off in your User Settings. The workaround to use the CC field is provided for those users that have their BCC'd emails blocked but still want to use their Insightly email address.

    Thank you for your feedback on this and we'll let you know if anything changes.

    0
    Comment actions Permalink
  • I have to agree that the workarounds are kind of infuriating, but I want to be constructive here.

     

    This just started happening on our account a few days back.

    What specific information is masked or is required from the sending server so that the record can be properly linked?   If it is clearly understood, maybe we can check whether it can be fixed on the sender side. 

    Since this has always worked, I opened a case before finding this thread.

    0
    Comment actions Permalink
  • Hi Andres,

    I show Erin on our Support Team is currently assisting you with this through an open ticket. :)

    0
    Comment actions Permalink
  • i have the same problem and fully agree with Ross and Alanatwork.

    insightly is a great crm tool EXCEPT for a BASIC function of saving sent emails using BCC : using the SAME email client (outlook) and SAME dns email host.sometimes the email is saved, sometimes not : completely random, so you think you can trust the BCC tool, bu actually not!

    the only solution suggested by insightly  is to use CC, which i believe does not give a profesional image to your clients.

    Another way is to go in the "sent items" and forward each email ONE BY ONE to the insightly mailbox, a nightmare!

    I have also tried the outlook app but it is too slow and gives many bugs...

    it's been a year that i have asked insightly to upgrade on this sooooo basic BCC feature, and i am now going to move to another CRM, sadly because i like many features in insightly, but this BASIC one is too much of a hassle EVERYDAY with insightly...

    please insightly support, if you hear us, let us know if you are thinking of solving the BCC issue!!!

    0
    Comment actions Permalink
  • Hi Maxime:

    As mentioned above and in this post, this is a limitation of the email program (Outlook, Yahoo etc.) and this can not be changed by Insightly. 

    0
    Comment actions Permalink
  • Lyla and Nora,

    I understand if you development team is telling you that there is nothing that can be done and that it is a limitation of Outlook and Yahoo, but that does not seem logical or accurate.

    To reiterate, here is the situation which I think users (including myself) are experiencing: When I BCC the Insightly Opportunity email address (the unique address for the opportunity) from Outlook 2016, the email is associated correctly with the contacts listed in the To and CC fields. The Email is not, however, associated with the Opportunity. This seems strange because the email was sent to the Opportunity email address.

    Clearly the BCCd Opportunity email address must have been readable because your system was able to determine which Insightly account it should be associated to. 

    In other words, if the email address is associated to the correct Insightly user account when BCCing the Opportunity email address, the BCC field is clearly readable and is NOT being masked. Why can't you use this value to associate the email to the Opportunity (since the email address is unique to the Opportunity).

    The response that certain systems mask BCC headers may be true in some circumstances, but it does NOT explain this particular behavior (or lack thereof). 

    You need to provide a more clear and logical explanation for this deficiency in your product, or people (including me) are going to look for alternatives. 

    I am happy to provide header information on messages where I BCC a personal address that clearly shows the BCC delivery address in the header if it would help your team troubleshoot the issue.

     

    1
    Comment actions Permalink
  • Excellent analysis by Abraham.  Totally agree from the technical perspective. 

    The ticket I opened regarding this issue was closed in a pretty much "sorry, too bad" situation.  The BCC thing worked just fine for well over a year until suddenly broke (for us at least); and if it is related to some header not being included on the SMTP envelope proper, no one was able (or wanted) to clearly pinpoint it to me.

    Second, this is causing an additional issue that I started noticing this week since I told everyone to switch to CCs (fortunately, customers have not freaked out).   It turns out that Insightly is creating a contact for each CC person... It does not recognize them as "internal/system only" contacts but on the contrary it is wholeheartedly creating a new Person for each CC address. 

    I just ran a search for contacts for all contacts containing mailbox.insight.ly and in a week since we are using CCs, it has accumulated 15.

    Not cool and may eventually become a major support issue unless addressed. The sooner the better.

    0
    Comment actions Permalink
  • Hi Andres & Abraham,

    Thanks so much for the additional details. It looks like there has been a lot of thought and consideration placed on the BCC option.

    Emails using the BCC or CC fields will only be associated with Contacts and Leads since these are considered contacts and emails are sent to individuals. We do not foresee any changes on this option to allow the email to link with an Opportunity; however I'm more than happy to add it as a feature request.

    You can stop auto-create when you cc your Contacts under User Settings. The contacts you would like to add you can you would include them in the To field of your email.

    We appreciate your feedback regarding this issue and will be sure to direct our team to your comments when this feature is being reviewed.

    0
    Comment actions Permalink
  • Nora D.

    Then why do you have a separate Link Email Address for opportunities (it is different from the general Insightly mail box email address with the form <your name>-O########-<your insightly account code>@mailbox.insight.ly  ???

    What is the purpose of this? Will an email I send to this address appear under the Opportunity only if I put the address in the To:-field of the email but not if I put it in the Cc: or BCc:fields?

    At least in your Help Articles you describe it so that you get an impression that you can use any of the To/Cc/BCc fields when sending email to this address and it will appear under the Opportunity.

     

    Feodor

    0
    Comment actions Permalink
  • Hi Feodor:

    The Opportunity or Project email address is for saving a copy of the email in Insightly directly to your Opportunity or Project record. However, we recommend that you only use the To or CC field since the BCC field can be inconsistent.

    0
    Comment actions Permalink
  • Thank you for the answer, could you please add the BCC-field to the fields that you can save a copy of your mail to an opportunity to? In the same way I can save a copy of my emails to a contact (I have absolutely no problem using the BCC-field for the Insightly Contact email address). If it works for Contacts and Leads there should be no reason why it wouldn't work for Opportunities.

    So please: feature request: add linking an email sent to the Opportunity email address using the BCC-field!

    0
    Comment actions Permalink
  • Hi Feodor,

    Thanks for following up! I would encourage you to add your request to Ideas & Suggestions.

    0
    Comment actions Permalink
  • +1 ... really annoying ... would it be possible on your side to "automatically" copy all "contact" emails to "opportunity" emails ? In other words, in my preference, I would check a button like "Copy all my contact emails to opportunity emails". Thanks

    0
    Comment actions Permalink

Please sign in to leave a comment.